ROYBAL POOL COVERS

"Pursuant to our conversation, I am submitting our response to Member’s complaint. First, please allow me to give you some background information on our company. We are family owned, in business since March 1997. We have installed and/or repaired over 2000 swimming pool covers and/or Units. We have over 20 years of experience, and many satisfied customers. In response to Member’s complaint that the cover is too large, it is not. It’s a common misconception, but proper installation requires that the cover be 6” wider and 3’ longer for the roller, to allow for the weight of snow and rain. The water level for every pool needs to be 3-4” below the deck, for the cover to sit properly. Their water was at the bottom of the deck, which made it look too big, wrinkled, etc. She was informed to lower the water level. She was informed by us, on more than one occasion, including at our initial meeting when we went to inspect her pool and unit, that her unit and motor, were at least 30 years old, and that it would cause her problems during operation. Her unit, a Pool Saver, is one that uses shear pins. The pins do break, as they are made to do so when the motor is being unduly stressed. She declined our offer to replace her unit with a conversion unit, which is newer, stronger, and does not use shear pins, since it is a clutch system. Every service call made to her home, at least four, free of charge, was a problem indicative of the current unit. We actually installed 2 gears in her motor, again, at no charge, from an old Pool Saver unit we had in our yard, hoping to alleviate, in some small way, the condition of her motor. There is currently, nothing wrong with her motor. The unit is just old and will continuously break shear pins if not handled delicately. We understand that the pool, and unit, was not moved or used for at least two years prior to Member moving in. Proper operation, of any cover, whether it has an old or a new motor, is very important to avoid the cover breaking a shear pin, or coming off track. Both Member and her daughter have been instructed, on several different occasions, on how to operate the cover, and how to replace a shear pin. It’s important to say, they are both, self admittedly, new and inexperienced pool owners. There can be no guarantee that a motor or cover will operate every single time. There are many different situations that can occur, such as “operator error”, water getting into the motor, electrical or wiring issues, etc. Something mechanical cannot work proficiently, if it is not maintained or operated properly, or if it wears out. We have always taken pride in our customer’s satisfaction regarding our workmanship and in the products we sell. It is apparent that Member is not happy with our work or our product, and we cannot satisfy her. So, therefore, it appears that the best remedy may be to remove the cover and refund her money since she will not be able to properly run any cover with her current unit. Thank you. Michael and Cathy Roybal"